Tier 1 Customer Success Agent

About the job:

We’re on a mission to end the debt cycle—and help our customers and their communities unlock economic mobility for generations to come.

Join the team that’s making our goal a reality. At Possible, we’re building a new type of consumer finance company. One that helps our customers stay out of debt rather than profits from them staying in it. As a Public Benefit Corporation, it's our mission and responsibility to help communities unlock economic mobility—with affordable credit products designed to improve financial health.

Founded in 2017, our lead VCs are Canvas and Union Square Ventures. We are a fully distributed company with a global workforce. We have over 100,000 reviews on the App Store with a 4.8 star average rating. Just as we are committed to building a new type of consumer finance company, we are equally dedicated to the employee experience.

What you’ll do:

- Receive and respond to customer inquiries received via email, callbacks, and other channels as needed
- Classify inquiries based on severity and priority
- Investigate and/or resolve inquiries according to knowledge base articles and reference materials
- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team
- Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed
- Participate in cross training in order to assist with backup coverage for other areas of Operations as needed
- Posses a comprehensive understanding our company mission, products, and full range of services offered

What you’ll bring:

- Fluency in English, both written and verbal
- Outstanding written and verbal communication skills, including the ability to effectively interact with internal teams, partners, and customers
- Ability to multi-task in a fast paced and constantly evolving environment
- Self-motivated to gain basic proficiency with new technologies, including Ai usage
- Demonstrated ability to support customers via chat, phone, and email
- Ability to work independently or work in small teams
- Strong analytical problem-solving abilities
- 1-2 years of experience in a customer service role
- Experience working in the FinTech care industry is a plus